Jayan B Email & Phone Number

Chennai , India

Symantec Corporation, Chennai, IndiaTech Support Engineer (Vendor Site Concentrix)• Managed vendor site as a technical point of Contact and have a proven record that stands till date.• Monitor performance and initialize development plans to improve their technical ability, address their concerns and facilitate them with the all the necessary support to assist customers in an effective manner.• Train the engineers, QA and mentors on 3rd party products as well on Backup exec.• Analyze data based on the trend.• Part of internal beta tester this helps in understanding the product way before others and also builds bond with the QA and Developer team.• Help the frontline engineers to create Tech articles.• Update the team on product release and product life cycle.• Update the team on Software compatibility and Hardware compatibility when it is signed and approved. Symantec Corporation Chennai, IndiaTech LeadJul 2008 - Present • Leading a frontline team of 15 members as Tech Lead providing support on Symantec Backup Exec to enterprise Clients.• Monitor performance and initialize development plans to improve their technical ability, address their concerns and facilitate them with the all the necessary support to assist customers in an effective manner.• Recruit Candidates for Chennai and Pune.• Training the candidates on 3rd party products as well on Backup exec.• Training new hires on tools.• Part of internal beta tester this helps in understanding the product way before others and also builds bond with the QA and Developer team.• Update the team on product release and product life cycle.• Update the team on Software compatibility and Hardware compatibility when it is signed and approved. • Served as SPOC for KM related issues and worked as an Approver for new content created for articles to be published in Symantec Knowledge Base

Chennai

• Design and Implement the Backup Strategy for the Client Disaster Recovery• Providing Support on SAN, NAS and Tape backups• Backup/Recover Application server (SQL/ Exchange / SharePoint/MSVS )• ESX server Backup and Recovery• GRT level Backup and Restore• Data De-Duplication• DLO for Workstation Backup and Recovery• Continuous Data Protection Support with CPS• Creating backup strategy and implement it to Backup exec Client’s Organization.• Created lab for Chennai site using ESX, with various combinations.

Chennai Area, India

• Conduct training for the Consult and Research teams and was responsible for client services in the support group.• Conducting weekly session for the frontline teams to give them the necessary feedback and share the best practices.• Deliver technical triages to address the top call drivers.• Was well known for dealing for MS hot cases.• Audit calls and assessing Escalation engineers to find Technical gap based on the monitoring parameters.• Conduct Case wellness meeting to make sure the documentation has the same standard as defined.• Track and maintain all the cases for correct follow-ups.• Assist in recovery calls.• Make sure there is no process gap or missed SLA.Technical Support ExecutiveSutherland Global Services, Chennai, India. Provide technical support over phone (inbound) for Microsoft Windows XP.Quickly and effectively solve customer challenges.Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.Worked as Consult engineer responsible for providing possible solutions or permission to escalate the call to Tier 2 support

Chennai Area, India

• Provide highly proficient and expert level troubleshooting in Windows XP, IE7 • and Vista related Operating System issues which comes to the Research Team(Escalation Team)• Need to conduct training and feedback sessions to the Frontline agents and Consult Engineers.• Participate in the weekly Collaborative Technical Meeting with the Client – Microsoft.• Need to maintain Confidentiality and Integrity on Customer, Client and Company information.• Was well known for dealing for MS hot cases.• Created internal system to get automated solutions for issue by using Outlook and this helped the Engineers to reduce their AHT and getting CSAT.• Troubleshooting Operating System and Hardware Related Issues with Workstation.• Technical Collaboration Meeting with Clients to discuss the ongoing trends and methods to be employed to deal with the Trend of call flow.• Responsible for maintaining the technical competency of a team which is currently under production• Deliver technical triages to address the top call drivers• Preparing training materials depends on the TNA (training need analysis) and stack rank people based on the technical performance metrics.• Assessing the technician based on the call monitoring and then providing triage and coaching material • Monitoring calls and assessing the technical quality and scoring the agent based on the monitoring parameters which would be contributing to the eligibility for the monthly incentive

Mumbai Area, India

• During this tenure in Mumbai, held responsibility in carrying out training for product and process and transition for Windows Vista support which was a new site. • Was responsible in training Frontline, Research and technical lead teams in these Projects assigned. • Conduct training for these teams and was responsible for client services in the support group.• Responsible for maintaining the technical competency of a team which is currently under production• Audit calls and assessing the Frontline and Escalation engineers to find Technical gap based on the monitoring parameters.• Mentoring the Tech leads and assessing them to keep them to the level.• Created internal system to get automated solutions for issue by using Outlook and this helped the Engineers to reduce their AHT and fetching CSAT.